Scaleway Elements Assistance
Choose the support level that best suits your business needs
Choose the support level that best suits your business needs
• Recommended for early testing and development
• General guidance
• Recommended for non-critical infrastructure
• Guaranteed response time to requests
• Access to our hotline
• General guidance
• Recommended for production infrastructures
• Priority management of requests
• 24/7 access to our hotline
• Dedicated assistance
• Recommended for critical production infrastructures
• Priority management of requests
• 24/7 access to our hotline
• Technical and support follow-up commitments
• Dedicated and tailored assistance
Scaleway is the first & only cloud provider to provide 24/7 Live Chat support at no additional charge. Ask us anything, directly via the console!
Service | Basic |
Bronze Evolution of Developer |
Silver Evolution of Business |
Gold Evolution of Enterprise |
Live Chat | 24/7 | 24/7 | 24/7 | 24/7 |
Tickets | 24/7 | 24/7 | 24/7 | 24/7 |
Hotline | – | From 9am to 6pm | 24/7 | 24/7 |
Dedicated assistance | – | – | Technical Account Manager | Technical Account Manager + Exclusive 2 hour monthly session with a cloud solution architect |
Guaranteed response time | – | ≤ 12 hours | ≤ 20 min | Tailor-made, contact us |
Monthly price | Included | €9.99 excl. tax | €59 excl. tax | From €499 excl. tax |
Our outstanding services help your projects succeed
Our proactive assistance team is composed of technical experts and cloud solution architects, who will be ready to answer any specific questions and issues you may be facing. Thanks to our four support levels, you can choose the assistance that best suits your business challenges.
We have improved our extensive support procedures to ensure the shortest response times for your production. Thus, starting from Bronze support level, you benefit from priority handling of your requests, whether by ticket or by phone.
To reduce your waiting time, a new queuing system will be introduced as of Q1 2021. Each time you call the hotline, you will be identified by your phone number, or by a 10 digit ID number, and redirected to the right team. Only customers who are identified as subscribing to a qualifying service level will be able to connect to our hotline. Your identification information will be available in the Scaleway console.
Every month we publish the latest changes and releases of Scaleway Elements on our changelog webpage. Your feedback is valuable to us, our product teams are actively looking forward to hearing about them to build a development roadmap that best fits your needs. Feel free to share your experience on our Slack Community.
Stay up-to-date on the status of our services. Possible maintenance and incidents related to our services, networks and data centers can be followed here.
You can check your support level on the account management page within the Scaleway console. The Basic support plan is included for all Scaleway Elements customers automatically.
You can change your support level on your account management page via the Scaleway console.
Our assistance team can assist you in English and French.
You can create and track your support tickets from the Scaleway console.
To report abuse or suspicion of abuse from our network, please open a new abuse report via abuse.scaleway.com. If possible, feel free to include your logs.
Tempted by our assistance?
Have a project? Contact us: